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  • FIRST POST
    • itm2
    • By itm2 12th Oct 18, 10:33 AM
    • 734Posts
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    itm2
    Asda Online non-delivery of milk (again, and again...)
    • #1
    • 12th Oct 18, 10:33 AM
    Asda Online non-delivery of milk (again, and again...) 12th Oct 18 at 10:33 AM
    We do an online grocery order from Asda every 10 days. The first (and most important) item on every shop is a supply of semi-skimmed milk - several 4-pint bottles. At least three times in the last 6 months Asda have failed to deliver the milk. When I complained last time I was told:
    "All the products we sell and advertise are subject to availability and may not be available at every store depending on the size and location of the store. We regularly review our product ranges. Decisions to stock products are based on sales and customer's feedback. We cannot guarantee as to when an item will be back in stock or out of stock. "
    Semi-skimmed milk is hardly an esoteric item. It is possibly the single most ubiquitous shopping cart item for the majority of UK shoppers.
    Has anyone else had this problem? Obviously raising another complaint would be pointless, so I was wondering if anyone had any ideas for how to get this taken seriously by Asda?
Page 1
    • PLRFD
    • By PLRFD 12th Oct 18, 11:43 AM
    • 732 Posts
    • 742 Thanks
    PLRFD
    • #2
    • 12th Oct 18, 11:43 AM
    • #2
    • 12th Oct 18, 11:43 AM
    It’s funny that I was in my local Asda yesterday and there was virtually no milk at all.
    • pramsay13
    • By pramsay13 12th Oct 18, 12:03 PM
    • 548 Posts
    • 982 Thanks
    pramsay13
    • #3
    • 12th Oct 18, 12:03 PM
    • #3
    • 12th Oct 18, 12:03 PM
    Why not see if you can get a doorstep milk delivery from someone else and leave it out of the ASDA shop?
    • itm2
    • By itm2 12th Oct 18, 12:07 PM
    • 734 Posts
    • 157 Thanks
    itm2
    • #4
    • 12th Oct 18, 12:07 PM
    • #4
    • 12th Oct 18, 12:07 PM
    Why not see if you can get a doorstep milk delivery from someone else and leave it out of the ASDA shop?
    Originally posted by pramsay13
    I love the idea but milk deliveries are nearly treble the price (e.g. milkandmore charge 1.56 for 2 pints, vs 1.10 for 4 pints at Asda or Tesco).
    • sarah1972
    • By sarah1972 12th Oct 18, 12:14 PM
    • 13,441 Posts
    • 42,213 Thanks
    sarah1972
    • #5
    • 12th Oct 18, 12:14 PM
    • #5
    • 12th Oct 18, 12:14 PM
    We do an online grocery order from Asda every 10 days. The first (and most important) item on every shop is a supply of semi-skimmed milk - several 4-pint bottles. At least three times in the last 6 months Asda have failed to deliver the milk. When I complained last time I was told:
    "All the products we sell and advertise are subject to availability and may not be available at every store depending on the size and location of the store. We regularly review our product ranges. Decisions to stock products are based on sales and customer's feedback. We cannot guarantee as to when an item will be back in stock or out of stock. "
    Semi-skimmed milk is hardly an esoteric item. It is possibly the single most ubiquitous shopping cart item for the majority of UK shoppers.
    Has anyone else had this problem? Obviously raising another complaint would be pointless, so I was wondering if anyone had any ideas for how to get this taken seriously by Asda?
    Originally posted by itm2
    I have had it happen a few times along with bread.

    Its just one of those things, if its not available when they are picking your shopping, it wont get delivered.
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    • welshbookworm
    • By welshbookworm 12th Oct 18, 12:39 PM
    • 2,596 Posts
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    welshbookworm
    • #6
    • 12th Oct 18, 12:39 PM
    • #6
    • 12th Oct 18, 12:39 PM
    When a supermarket home delivery failed to deliver an item (multiples of this item), I rejected the whole delivery, as with my health problems I could not 'nip out ' and get it myself.
    Nasty? Maybe, but it was on the order to provide substitutes, which should have been possible. A quick phone call would have sorted the situation.
    The best portion of your life will be the small, nameless moments you spend smiling with someone who matters to you.
    • alanq
    • By alanq 12th Oct 18, 7:40 PM
    • 4,072 Posts
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    alanq
    • #7
    • 12th Oct 18, 7:40 PM
    • #7
    • 12th Oct 18, 7:40 PM
    I've never had ASDA fail to deliver milk but on updating my order the previous night 4-pint semi-skimmed has been shown as unavailable. You'd have thought that it would have confidence that there would be a delivery to store before the home delivery drivers set off in the morning.


    I did have one occasion when 2x4-pint canisters were delivered with a use-by date of the following day so that had much the same effect as a non-delivery as I had to visit a shop which is what the delivery was meant to make unnecessary.
    • Birdman2015
    • By Birdman2015 20th Oct 18, 12:13 PM
    • 155 Posts
    • 100 Thanks
    Birdman2015
    • #8
    • 20th Oct 18, 12:13 PM
    • #8
    • 20th Oct 18, 12:13 PM
    When a supermarket home delivery failed to deliver an item (multiples of this item), I rejected the whole delivery, as with my health problems I could not 'nip out ' and get it myself.
    Nasty? Maybe, but it was on the order to provide substitutes, which should have been possible. A quick phone call would have sorted the situation.
    Originally posted by welshbookworm

    It is nasty actually. As a driver myself if there is a cancelled or rejected order then I am the one that has to put the whole order away once back at the store. After an already long day out on the road I then have to work an extra 30 minutes after my finishing time to put your order back on the shelves.
    • elsien
    • By elsien 20th Oct 18, 12:25 PM
    • 17,579 Posts
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    elsien
    • #9
    • 20th Oct 18, 12:25 PM
    • #9
    • 20th Oct 18, 12:25 PM
    It is nasty actually. As a driver myself if there is a cancelled or rejected order then I am the one that has to put the whole order away once back at the store. After an already long day out on the road I then have to work an extra 30 minutes after my finishing time to put your order back on the shelves.
    Originally posted by Birdman2015
    It's not the customer's fault though if your employer chooses to impose those working conditions on you. Blame Asda - it's them who've decided that's an acceptable working practice.
    All shall be well, and all shall be well, and all manner of things shall be well.

    Pedant alert - it's could have, not could of.
    • itm2
    • By itm2 20th Oct 18, 12:27 PM
    • 734 Posts
    • 157 Thanks
    itm2
    It is nasty actually. As a driver myself if there is a cancelled or rejected order then I am the one that has to put the whole order away once back at the store. After an already long day out on the road I then have to work an extra 30 minutes after my finishing time to put your order back on the shelves.
    Originally posted by Birdman2015
    You offer an interesting perspective. As a matter of interest, is there any advice that you would give to customers if they are repeatedly needing to visit the supermarket after the delivery driver has left because major items haven't been delivered? What's the most effective way of getting something done about this by whoever is responsible for managing stock levels?
    I'm only talking about common items which are on most shopping lists (e.g. milk, bread, butter, etc). Or things which are clearly important to the customer - e.g. if they've ordered a chicken for Sunday lunch.
    • Birdman2015
    • By Birdman2015 20th Oct 18, 1:21 PM
    • 155 Posts
    • 100 Thanks
    Birdman2015
    You offer an interesting perspective. As a matter of interest, is there any advice that you would give to customers if they are repeatedly needing to visit the supermarket after the delivery driver has left because major items haven't been delivered? What's the most effective way of getting something done about this by whoever is responsible for managing stock levels?
    I'm only talking about common items which are on most shopping lists (e.g. milk, bread, butter, etc). Or things which are clearly important to the customer - e.g. if they've ordered a chicken for Sunday lunch.
    Originally posted by itm2

    My store seems to have quite a good fulfilment rate for orders of the staple items. I cannot recall not having milk to deliver and if a particular bread etc was not available then a suitable sub tends to be offered which seems to satisfy most customers.


    Stock levels should be kept up automatically. Any change in sales levels would be flagged up and stock orders increased/decreased as required. Really, milk should not being in stock inexcusable.

    You have complained to ASDA, not sure what else you can do really. They should be taking note of these issues. Have you tried other supermarkets? ASDA seem to be the lowest ranked of all the supermarkets for customer satisfaction for deliveries.
    • welshbookworm
    • By welshbookworm 9th Nov 18, 10:13 AM
    • 2,596 Posts
    • 6,744 Thanks
    welshbookworm
    It is nasty actually. As a driver myself if there is a cancelled or rejected order then I am the one that has to put the whole order away once back at the store. After an already long day out on the road I then have to work an extra 30 minutes after my finishing time to put your order back on the shelves.
    Originally posted by Birdman2015
    I did explain to the driver (and apologise) and he was very understanding. He could see there was no way I could get to the shops.
    I also complained to customer services about the whole situation.
    The best portion of your life will be the small, nameless moments you spend smiling with someone who matters to you.
    • itm2
    • By itm2 9th Nov 18, 10:39 AM
    • 734 Posts
    • 157 Thanks
    itm2
    I wrote to the Asda Chief Exec but never got a reply
    • newmover
    • By newmover 9th Nov 18, 12:19 PM
    • 6 Posts
    • 1 Thanks
    newmover
    When a supermarket home delivery failed to deliver an item (multiples of this item), I rejected the whole delivery, as with my health problems I could not 'nip out ' and get it myself.
    Nasty? Maybe, but it was on the order to provide substitutes, which should have been possible. A quick phone call would have sorted the situation.
    Originally posted by welshbookworm

    you presume that the milk delivery isn't delayed, that your order isn't picked / packed / sent out before the delivery gets to the shelves, that a refrigerator hasn't gone down and the whole dairy section needing to be binned etc etc

    as for substitutions, most people won't accept UHT or milk of a different type.
    • welshbookworm
    • By welshbookworm 9th Nov 18, 12:29 PM
    • 2,596 Posts
    • 6,744 Thanks
    welshbookworm
    you presume that the milk delivery isn't delayed, that your order isn't picked / packed / sent out before the delivery gets to the shelves, that a refrigerator hasn't gone down and the whole dairy section needing to be binned etc etc

    as for substitutions, most people won't accept UHT or milk of a different type.
    Originally posted by newmover
    I ticked substitutions AND I put unable to go out, please call if any shortages in the notes box.
    What else could I do ?
    If I had accepted the delivery, there would have been an extra charge for being under 40 and more charges for a second delivery..
    If I had known about the shortage I would have rebooked the whole delivery for when they had stocks in.
    I was cross about the lack of communication, not the lack of stock.
    The best portion of your life will be the small, nameless moments you spend smiling with someone who matters to you.
    • K80 Black
    • By K80 Black 16th Nov 18, 1:52 PM
    • 134 Posts
    • 385 Thanks
    K80 Black
    I keep a good stock of UHT milk because I am also disabled and unable to easily get to the shops. Aside from things like that there's little you can do. I've tried all the delivery companies who service my area, and they're all very similar.

    It does boggle the mind a bit how they sometimes can't find a single substitution for such common items.

    I think maybe the point Birdman made about the drivers having to put undelivered shopping back might have made me realise why they deliver nothing, rather than something that might be inappropriate - I'm sure they have SOME milk, but if they don't have semi-skimmed for example, they'll just deliver none instead of turning up with some skimmed/whole and saying 'sorry, will this do?' because they don't want the hassle of putting it back if someone says it's not ok.


    Edited to add: Maybe if skimmed or whole would do, add that to the note? Sometimes you have to say whats obvious (to you!) to people, as it's not obvious to them!
    Last edited by K80 Black; 16-11-2018 at 2:18 PM. Reason: more info.
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